Patent Application
20090010397
The present disclosure relates generally to telecommunication systems and networks.
The Public Switched Telephone Network (PSTN) is a well known and ubiquitous communications network for individuals and businesses. It is desirable to efficiently administer installation, repair, and other services that are performed on a network such as the PSTN.
In one aspect, a method to push notification to external systems when specified events have taken place on a trouble report (TR) in a telecommunications network is disclosed. In some embodiments, the disclosed notification may includes “pushing” status messages to administrator-specified destinations. In some embodiments, push notification is done selectively on only a portion of TR events. TR events suitable for pushing to external systems might be filtered by various administrator-specified fields or filters. Messages might, for example, be pushed for only specified TR events, for TR events originating from specified maintenance center(s), based on a field that indicates by whom the event was reported for, or based on a telecommunications circuit, which may be indicated, for example, by circuit format values.
In one aspect, a TR status push application, which may be implemented as computer software stored on a computer readable medium of a data processing system, is disclosed. In some embodiments, the TR status push application enables an administrator or other user to identify, via a Trouble Ticket Status (TTS) or other form of database table, TR Events that will initiate a status push message. A database table, referred to herein as a filter table, will be provided within a trouble ticket database or in another database to identify TRs that are eligible for status push messages. In some embodiments, the filter table has a table key for event type and table record key or keys for maintenance center and circuit ID. A destination table may be provided to enable an administrator to specify one or more destinations that are to receive status push messages.
In some embodiments, the status push messages are fixed layout messages. The status push messages may include any or all of the following data fields (when the fields are present on the corresponding TR):
The TR status push application may also include a filter for identifying TRs that are eligible for status push messages based on the values in one or more fields of the TR. For example, the TR status push application may filter status messages based, at least in part, on a “Reported By” field that indicates the originator of the status change. In these embodiments, the filter table may, for example, filter status messages based on three fields such as a maintenance center field, a circuit ID field, and the Reported By field. The Reported By field may be an optional and “wildcardable” field. The status push message may include a report field that may be truncated to its first 25 characters.
The system may be operable to provide the TR Status Push Message in a specifiable format, e.g., an XML format. The status push application may enable the administrator to identify two or more IMS message queue destinations. The system may also be operable to enable an administrator to select “database” as a destination, in which case, the status push message may be forwarded to an IMS database, as opposed to, for example, an IMS message queue, thereby enabling leveraging of IMS Data Capture Exit architectures to send the data to locally developed repositories.
The system enables a provider to support disparate and external systems that require real-time status updates of TRs from an existing or pervasive administration system including, for example, a WFA/C system. The ability to generate messages in an XML format enables greater flexibility for handling status push messages. The ability to send status push messages to an IMS database beneficially allows the client to take advantage of a better performing interface than a IMS message queue. In addition, it helps to alleviate issues with IMS message queue sizing and availability impacts. Without this option, if message queues fill up, some status messages could be missed.
Work Force and Administration-Control (WFA/C) subsystems automate work request administration and resource administration functions to provide capability for managing installation and repair services on the PSTN. WFA/C includes Work Administration and Force Administration. Work Administration analyzes work to be done, determines resources required, manages the allocation of work to work groups, and tracks completion of work steps. Force Administration determines the availability of specific human resources, assigns specific work to craft, tracks details of work completion, reports work status, and handles inquiries on work status.
In some embodiments, the described WFA/C system may include elements of a legacy WFA/C system that was originally developed for the Bell telephone system and is now used by regional operators of the PSTN and others in the telecommunications industry. Legacy WFA/C is known to those of ordinary skill in the field of telecommunications network art and is described, for example, in U.S. Pat. No. 6,219,648 to Jones et al. entitled Apparatus and Method for Monitoring Progress of Customer Generated Trouble Tickets; U.S. Pat. No. 5,953,389 to Pruett et al. entitled Combination System for Provisioning and Maintaining Telephone Network Facilities in a Public Switched Telephone Network; U.S. Pat. No. 5,881,131 to Farris et al. entitled Analysis and Validation System for Provisioning Network Related Facilities; U.S. Pat. No. 5,790,634 to Kinser, Jr. et al. entitled Combination System for Proactively and Reactively Maintaining Telephone Network Facilities in a Public Switched Telephone System; U.S. Pat. No. 5,790,633 to Kinser, Jr. et al. entitled System for Proactively Maintaining Telephone Network Facilities in a Public Switched Telephone Network, U.S. Pat. No. 5,687,212 to Kinser, Jr. et al. entitled System for Reactively Maintaining Telephone Network Facilities in a Public Switched Telephone Network; U.S. Pat. No. 5,644,619 to Farris et al. entitled Analysis and Validation System for Provisioning a Public Switched Telephone Network; U.S. Pat. No. 5,491,742 to Harper et al. entitled Method and Apparatus for Provisioning a Public Switched Telephone Network; and U.S. Pat. No. 5,416,833 to Harper et al. entitled Method and Apparatus for Provisioning a Public Switched Telephone Network.
Referring to now
As shown in
Network 100 as shown in
In the depicted embodiment, network 100 includes, in addition to WFA/C 102, a Business Maintenance Platform (BMP) 130. In some embodiments, BMP 130 is a system maintenance platform for local and voice related business. Network 100 as shown further includes a database or system referred to as Integrated Ticket List (ITL) 140 that is operable to contain trouble ticket information from disparate systems. In addition, network 100 as shown includes an IMS database 150. ITL 140 may be implemented with a database technology that is different than the database technology of IMS Database 150. In some embodiments, for example, the ITL 140 is an Oracle® compliant database.
A status push application 160 is shown as being connected to the WFA/C 102, trouble ticket database 110, and the external systems and databases, including BMP 130, ITL 140, and IMS database 150. Status push application 160 is operable, at least in part through its access to WFA/C 102 and trouble ticket database 110, to detect changes in the status of trouble tickets residing in database 110. Status push application 160 is further operable to select or filter the TR status changes that occur and to generate status messages 170 and “push” the messages 170 to one or more external systems including BMP 130, ITL 140, and/or IMS database 150. Although
Also shown in
Referring to
Accordingly, status push application 160 is operable to selectively identify trouble ticket status changes that are to be forwarded. Filter table 112 may include a table key for the type of status change, and table record keys or reported by field 171-13, center field 171-23, and/or circuit ID code 171-2. In addition, status push application 160 is operable to consult user configurable destination table 114 to determine one or more destination systems to which a status push message is to be sent. Destination table 114 may indicate any or all of the external systems/database shown in
In some embodiments, status push application 160 receives status change messages from WFA/C 102 and selectively forwards the received messages to external systems as status push messages 170. In other embodiments, status push application 160 is operable to actively monitor trouble ticket database 110 and WFA/C 102 to detect changes in status reports regardless of whether a status change message is sent to it.
Referring to
Method 300 and status push application 160, as well as other elements of
In a networked deployment, the data processing system may operate in the capacity of a server or as a client user computer in a server-client user network environment, or as a peer computer system in a peer-to-peer (or distributed) network environment. The data processing system can also be implemented as or incorporated into various devices, such as a personal computer (PC), a tablet PC, a set-top box (STB), a personal digital assistant (PDA), a mobile device, a palmtop computer, a laptop computer, a desktop computer, a communications device, a wireless telephone, a land-line telephone, a control system, a camera, a scanner, a facsimile machine, a printer, a pager, a personal trusted device, a web appliance, a network router, switch or bridge, or any other machine capable of executing a set of instructions (sequential or otherwise) that specify actions to be taken by that machine. In a particular embodiment, the data processing system can be implemented using electronic devices that provide voice, video or data communication. Further, while a single data processing system is described, the term “system” shall also be taken to include any collection of systems or sub-systems that individually or jointly execute a set, or multiple sets, of instructions to perform one or more computer functions.
Referring to
In a particular embodiment, disk drive unit 430 may include a magnetic or other suitable form of computer-readable medium in which one or more sets of instructions 450 are embedded. Further, instructions 450 may embody one or more of the methods or logic as described herein including, as an example, the status push application 160 of
In an alternative embodiment, dedicated hardware implementations, such as application specific integrated circuits, programmable logic arrays and other hardware devices, can be constructed to implement one or more of the methods described herein. Applications that may include the apparatus and systems of various embodiments can broadly include a variety of electronic and computer systems. One or more embodiments described herein may implement functions using two or more specific interconnected hardware modules or devices with related control and data signals that can be communicated between and through the modules, or as portions of an application-specific integrated circuit. Accordingly, the present system encompasses software, firmware, and hardware implementations.
In accordance with various embodiments of the present disclosure, the methods described herein may be implemented by software programs executable by a computer system. Further, in an exemplary, non-limited embodiment, implementations can include distributed processing, component/object distributed processing, and parallel processing. Alternatively, virtual computer system processing can be constructed to implement one or more of the methods or functionality as described herein.
While the computer-readable medium may be a single medium, the term “computer-readable medium” includes a single medium or multiple media, such as a centralized or distributed database, and/or associated caches and servers that store one or more sets of instructions. The term “computer-readable medium” shall also include any medium that is capable of storing, encoding or carrying a set of instructions for execution by a processor or that cause a computer system to perform any one or more of the methods or operations disclosed herein.
In a particular non-limiting, exemplary embodiment, the computer-readable medium can include a solid-state memory such as a memory card or other package that houses one or more non-volatile read-only memories. Further, the computer-readable medium can be a random access memory or other volatile re-writable memory. Additionally, the computer-readable medium can include a magneto-optical or optical medium, such as a disk or tapes or other storage device to capture carrier wave signals such as a signal communicated over a transmission medium. A digital file attachment to an e-mail or other self-contained information archive or set of archives may be considered a distribution medium that is equivalent to a tangible storage medium. Accordingly, the disclosure is considered to include any one or more of a computer-readable medium or a distribution medium and other equivalents and successor media, in which data or instructions may be stored.
The illustrations of the embodiments described herein are intended to provide a general understanding of the structure of the various embodiments. The illustrations are not intended to serve as a complete description of all of the elements and features of apparatus and systems that utilize the structures or methods described herein. Many other embodiments may be apparent to those of skill in the art upon reviewing the disclosure. Other embodiments may be utilized and derived from the disclosure, such that structural and logical substitutions and changes may be made without departing from the scope of the disclosure. Additionally, the illustrations are merely representational and may not be drawn to scale. Certain proportions within the illustrations may be exaggerated, while other proportions may be minimized. Accordingly, the disclosure and the figures are to be regarded as illustrative rather than restrictive.
Although specific embodiments have been illustrated and described herein, it should be appreciated that any subsequent arrangement designed to achieve the same or similar purpose may be substituted for the specific embodiments shown. This disclosure is intended to cover any and all subsequent adaptations or variations of various embodiments. Combinations of the above embodiments, and other embodiments not specifically described herein, will be apparent to those of skill in the art upon reviewing the description.
The above disclosed subject matter is to be considered illustrative, and not restrictive, and the appended claims are intended to cover all such modifications, enhancements, and other embodiments, which fall within the true spirit and scope of the present invention. Thus, to the maximum extent allowed by law, the scope of the present invention is to be determined by the broadest permissible interpretation of the following claims and their equivalents, and shall not be restricted or limited by the foregoing detailed description.
| Number | Date | Country | |
|---|---|---|---|
| 60947932 | Jul 2007 | US |
